American Family Insurance Agency Owner responsible for managing your agency and driving sales efforts. Hiring your team and achieving strategic business goals while representing American Family exclusively.
About the role
- Service Assurance Lead role at Broadridge ensuring high-quality client communications and operational rigor across incidents, maintenance activities, and shift operations.
Responsibilities
- Serve as the first point of escalation for Analysts and Specialists, ensuring swift, accurate triage.
- Centralize the crafting and distribution of incident and maintenance notifications to our client base; maintain tone, accuracy, and approval flow.
- Lead shift handoffs, confirm open items, and ensure consistent follow-the-sun updates.
- Track SLA metrics daily (e.g., update cadence, communication timeliness) and prepare summary dashboards for the Director.
- Mentor Analysts and Specialists on client communication best practices and triage accuracy.
- Propose and drive updates to workflows, templates, and escalation procedures based on observed gaps and performance trends.
Requirements
- Bachelor’s degree in Business Operations, Computer Science, or an equivalent field.
- 5–7 years of experience in the insurance or mutual fund industry.
- Proficiency with Microsoft Word, Excel, and PowerPoint.
- Ability to understand Broadridge pricing models and project costs to inform communication and escalation decisions.
- Experience leading campaigns or operations that include data processing, programming, and tabulation.
- Strong written and verbal communication skills; proven ability to influence without authority and manage across time zones.
- Solid analytical, reporting, and dashboarding capabilities; detail-oriented with a bias for action.
Benefits
- Please visit www.broadridgebenefits.com for information on our comprehensive benefit offerings for this role.
- All Colorado employees receive paid sick leave in compliance with the Colorado Healthy Families and Workplaces Act and other legally required benefits, as applicable.
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American Family Insurance Agency Owner building a business and making a positive impact. Responsible for overall management, sales, growth, and hiring a team.
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